Technical Escalation Lead

LivePerson (NASDAQ: LPSN) is a leader in trusted enterprise conversational AI and digital transformation. The world's leading brands use our award-winning Conversational Cloud platform to connect with millions of consumers. We power nearly a billion conversational interactions every month, providing uniquely rich data analytics and safety tools to unlock the power of conversational AI for better business outcomes. Fast Company named LivePerson the #1 Most Innovative AI Company in the world.

Location: Melbourne, Australia

Status: Full time - 4 days remote -1 day at the office every week.

Position Overview: 

As a Technical Escalation Lead (Senior CRC / Supervisor II), you serve as a key operational leader and subject matter expert within the Customer Response team. In this role, you will drive operational excellence, supervise and mentor specialists, and take full ownership of critical technical escalations and service interruptions during high-stress situations. Your core mission is to elevate team performance, optimise workflows, and ensure customer satisfaction remains the top priority. Reporting to the Customer Response Team Manager, this role sits within our Global Services organisation.

You Will: Key Responsibilities & Impact

Team Leadership & Operational Excellence:

• Drive the success of the Customer Response Specialist (CRS) team, ensuring operational KPIs are consistently achieved in an empathetic, effective, and efficient manner aligned with L1 standards.
• Supervise, coach, mentor, and develop a group of specialists, monitoring individual and group performance, identifying training needs, and providing shift assistance as needed.

Critical Incident & Incident Management:

• Take full ownership of critical incidents, service interruptions, and cross-department communications during high-stress situations to safeguard customer satisfaction.
• Manage complex task prioritizations, shifting focus seamlessly between simple and high-priority, complex technical issues.

Process Improvement & Global Collaboration:

• Continually evaluate and improve customer support processes and operational procedures to maximize team efficiencies and elevate overall service quality.
• Partner with global service owners, team managers, and peers to maximize team potential and drive measurable business value.

You Have: Required Skills & Qualifications

Professional Experience & Education

• 2–4 years of experience in technical software or IT roles, including proven leadership or supervisory experience.
• Demonstrated ability to work independently, receiving little to no instruction on day-to-day work.
• Availability to work in a 24x7 environment with participation in an on-call rotation.

Technical Expertise

• Expert-level knowledge of LivePerson Products and Services (Conversational Cloud platform).
• Foundational knowledge and hands-on experience in troubleshooting SaaS applications.
• A strong self-learner mindset with the drive to quickly acquire new technical knowledge and master emerging technologies.

Attributes & Mindset

• Displays a calm, composed demeanor in critical situations with proven capability managing complex, fast-changing, and high-stress environments.
• Strong interpersonal, team-building, and customer care skills with an absolute obsession for customer satisfaction and retention.

Our Benefits & Perks: 

We are committed to supporting the complete well-being, health, financial security, family, and professional growth of our permanent employees.

🏥 Health & Wellbeing

• Health & Mental Support: Access a confidential and free Employee Assistance Program (EAP), providing professional counseling for you and your immediate family members.
• Life & Financial Protection: Your Life and Salary Continuance Insurance is fully paid by the company, offering peace of mind and financial security.
• Health Insurance Coverage: Benefit from Medibank Health Insurance, with up to 80% of the premium paid by LivePerson (LP), extending coverage to you and your immediate family members.

👨‍👩‍👧‍👦 Time Away & Flexibility

• Generous parental leave policy
• LP Care Days: You receive 5 additional paid "LP Care Days" per year to use for personal, family, or well-being needs. Once your annual leave is exhausted, we provide an extra 5 days of LP Care Days to ensure you have the time to recharge and show up as your best self.

💰 Financial & Growth

• Employee Stock Program (ESPP): Participate in our Employee Stock Participation Program and receive a discount on company shares, allowing you to directly share in LivePerson's success and growth.
• Learning & Development: We actively support your professional journey with robust programs for growth and learning development, including allocated stipends, ensuring you reach your full potential.

💻 Workplace Flexibility

• Remote-First Model: This role is 4 days working from home, offering excellent work-life balance and flexibility.

Why You’ll Love Working Here

As leaders in enterprise customer conversations, we celebrate diversity, empowering our team to forge impactful conversations globally. LivePerson is a place where uniqueness is embraced, growth is constant, and everyone is empowered to create their own success. We're very proud to have earned recognition from Fast Company, Newsweek, and BuiltIn for being a top innovative, beloved, and remote-friendly workplace, and recognized by Gartner as a leader in the Conversational AI space.

Belonging at LivePerson

We are committed to fostering an inclusive workplace and are proud to be an Equal Opportunity Employer. We believe that diverse perspectives drive innovation. All qualified applicants will receive consideration for employment without regard to protected characteristics under Australian law.

Accessibility Commitment

LivePerson is dedicated to the accessibility needs of our applicants and employees. We provide reasonable adjustments to job applicants with disabilities. Applicants who require a reasonable adjustment for any part of the application or hiring process should inform their recruiting contact upon initial connection.

Important Candidate Notice: 

The talent acquisition team at LivePerson has recently been notified of a phishing scam targeting candidates applying for our open roles. Scammers have been posing as hiring managers and recruiters in an effort to access candidates' personal and financial information.  The phishing scam is not isolated to only LivePerson and has been documented in news articles and media outlets.

Please note that any communication from our hiring teams at LivePerson regarding a job opportunity will only be made by a LivePerson employee with an @liveperson.com email address.

LivePerson does not ask for personal or financial information as part of our interview process, including but not limited to your social security number, online account passwords, credit card numbers, passport information, and other related banking information. If you have any questions and or concerns, please feel free to contact [email protected]